Director of Online EMEA at Deckers Ltd
31 March 2009 11:40am
I have loved all these postsm and lots v helpful. On my colleagues behalf this comment came through the wordpress tool where you see all posts before we put them up.
as a general rule, we put up all comments, it was simply that this one was simply a rant in the wrong place. we would never take down a post unless it was extremely personal and rude, as in our comments policy.
So... if you vet them before the post goes up, is it worth contacting and nipping in the bud, or simply posting up there.
Personally, I would love to follow the lead of putting up there and let it self regulate, with a little bit of customer care added.
thanks for everyone's input
Principal at London Business Advisor
31 March 2009 17:08pm
Hi David and Other Interested Parties
My professional as well as personal view is that branded social platforms are entitled to draw the line somewhere as to what is and is not acceptable content.
Many critical comments and complaints become opportunities and should be published, but unreasoned rants could be excluded. Getting the correct balance of posts in any online community is never easy, but in our experience it is far better to establish firm groundrules early on - and relax them if necessary - than the alternative of standing by while a (branded) environment of which you are a custodian, sinks to an unacceptable level and then has to be resusitated (which is a lot harder and is often impossible).
Consultant at craigmclaughlan.com
31 March 2009 17:28pm
1. it's your blog, so your rules. in my experience the best forums are moderated with a *very* light touch.
2. is this an opportunity to address a genuine complaint and show him/her and others that you're listening.
3. if you're just going to delete his/her comment, why do you have a forum?
31 March 2009 17:31pm
woops, i've mixed blog and forum, you said wordpress, so it's a blog. in any case, my comments stand.
31 March 2009 18:26pm
in response to your points
1.we do, i believe blog posts should be run 'by exception' - i.e posts and responses should allow everything except only the worst kind
2. again I am inclined to allow it up there as I said and respond adequately.
3. disagree, hppefully not confusing things here, but the comment has never been viewed by the general public - it was there for approval. so the argument is perhaps to sometimes respond directly to that person outside that forum.however,I think that if that comment was already posted, it should definitely stay.
31 March 2009 18:36pm
David, it is best practise where a post is removed or, in your 'pre-moderated' scenario, disallowed, that the author is notified of this and encouraged to re-submit. Ideally they'll be told the reason, so they know what not to do again!
Econsultancy's State of Social Report, produced in partnership with LBi and bigmouthmedia, is the most comprehensive study of its kind around the strategies, tactics and websites companies are using to harness social media for marketing, sales, customer service and other business objectives. The research, based on a survey of more than 1,000 companies, benchmarks budgets, resourcing, measurement and barriers to success ... plus much more.
JUMP is Econsultancy's multichannel magazine in support of the multichannel event, JUMP. In this second issue of JUMP Magazine we focus on a number of areas that will help you to join up your business, including why you should be using mobile coupons, content marketing in the multichannel age, 9 steps to multichannel success, and the benefits of an integrated customer service strategy.
Free market research on digital marketing
Daily Pulse: award winning newsletter
It takes 30 seconds to register